1 General Investment Including Charitable Assignment and Using Your Account Effective from 6 April
3 Part 1 Charitable Assignment Part 1 sets out the terms of the Charitable Assignment agreement which you enter/entered into when you first become/became a member of the Society. You will be/were referred to this agreement when you complete/completed the declarations in your account application pack. If you were a shareholding member or a borrowing member of the Society on 2 November 1998 and have continued to be a member (of either type) ever since that date, the following wording does not apply to you. I understand and agree that: By applying to open an account on or after 3 November 1998, I agree with the Society and Coventry Building Society Charitable Foundation ( The Foundation ) that I will assign to the Foundation (or to any charity(ies) nominated by it, but to no other person) the rights to any relevant conversion benefits (defined below). This obligation will not apply to me if I fall within any class of persons which, as at today s date, the Society wishes to be excluded from such obligation. My agreement is irrevocable and authorises the Society to make over to the Foundation (or to any charity(ies) nominated by it) any such benefits without further notice to me. I understand that neither the Society nor the Foundation will release me from this agreement or vary its terms. I also understand that the Society will require (on behalf of itself and the Foundation) that all applicants for share accounts who are not members of the Society will agree to the above condition (or a condition having substantially the same effect) except that the requirement will not apply to any applicants falling within any class of persons where, at the time of the applicants becoming shareholding members, the Society considers this to be inappropriate. The Society will not impose that requirement on applicants if the Society decides and announces by press release that it is no longer in the best interests of the Society to do so generally on a continuing basis. Any such decision by the Society would not have a retrospective effect and I would continue to be bound by the above condition. For this purpose relevant conversion benefits means any conversion benefits which I might become entitled to receive as a shareholding member of or depositor with the Society at any time within the five years immediately following the date on which my account is opened (or within such shorter period as the Society today considers appropriate having regard to any particular class of person within which I may fall); conversion benefits means any benefits under the terms of any future transfer of the Society s business to a company (i.e. on conversion or takeover) except the statutory right to have shares in the Society (including any balances on share accounts) converted into deposits with the company; and, if the Society merges with any other society, after the date of such merger Society includes such other society. I authorise the Society to pass to the Foundation such information relating to me and my accounts with the Society as the Foundation may reasonably require in connection with this agreement to assign. A list of the classes of persons which the Society currently wishes to be excluded from the obligation to assign (which list may change from time to time) is available on request from the Society s Secretary at its Principal Office. 3
4 Part 2 General Investment Parts 2 and 3 of these General Investment ( General Terms ) apply to all the Society s savings accounts (including the Coventry First account) except the Offset Savings Account. In addition to individual operating terms and conditions specific to each account ( Specific Terms ) which we provide to you when you apply for your account. If there s any inconsistency between the General Terms and the Specific Terms, the Specific Terms will apply. 1. Frequently used words and expressions explained In these General Terms, we use the following words and expressions: Branch(es) means any branch or agency of the Society. Business Banking Day means Monday to Friday (excluding public holidays). Cash Card means a card issued by the Society enabling you to withdraw cash at a cash machine where the LINK sign is displayed (and if the Cash Card has a PLUS logo on the back, where the Visa and/or PLUS signs are displayed). Debit Card means a Visa debit card supplied to you by the Society for use in a cash machine or to buy goods and services. Grid Card means the credit card sized document we provide to you showing a grid of figures. You ll use it for authentication purposes when using our Online Services and Telephone Services. Online Services means the facility we offer to enable you to view your account information online and, unless your account s Specific Terms state otherwise, to carry out payment transactions to and from your account. Part 3 means the last section of these General Terms which provides you with further information about our accounts. Payment Account means an account designed to be used primarily for transactional banking. If your account is a Payment Account, it will say so in the Specific Terms for the account. All our other accounts are Non Payment Accounts. This distinction is important because some of these General Terms only apply to Payment Accounts and some only apply to Non Payment Accounts. Passbook means the document we provide for some accounts which lets you carry out certain transactions on your account. We ll update your Passbook as a record of transactions on your account. Payment Card means a Cash Card or Debit Card issued by the Society. Principal Office is our office at Economic House, PO Box 9, High Street, Coventry CV1 5QN. Security Details means security device or security details used or introduced from time to time including your password, memorable words, Web ID, PIN(s), Grid Card and Passbook (if we provide one for your account). the Society, we, us and our mean or refer to Coventry Building Society. Telephone Services means the facility we offer to enable you to operate your account via the telephone. You and your mean or refer to the account holder(s).
5 2. Membership of the Society 2.1 Unless the Specific Terms of your account state otherwise, your account is a share account. This means that it gives you membership rights in the Society. 2.2 By opening an account you agree to be bound by the Rules of the Society. To obtain a copy of the Rules, please contact us - see page If you become or have been a share account holder from 2 November 1998 our Charitable Assignment Scheme applies to you. Please see Part 1 of this booklet. 3. Use of your account 3.1 Unless the Specific Terms of your account state otherwise, the account may only be held by individuals (alone or jointly) for their own benefit and may not be used for business purposes. 3.2 We don t have to recognise the interest or claim of any person other than the account holder(s) in respect of the money held in an account. We won t be liable in any way for failing to recognise such interest or claim, except as required by law. 3.3 You may only open an account if you re a UK resident. If you re also tax resident overseas, hold US citizenship or later become tax resident overseas, we may need to report your details to HMRC. HMRC may transfer your details to another government overseas in accordance with relevant international tax agreements. 4. Joint accounts 4.1 Unless the Specific Terms of your account state otherwise, your account may be held jointly by two to four persons. In the case of joint accounts, these General Terms apply to you individually and jointly with other account holders. Each joint account holder is fully responsible for any liability arising out of the operation of the account. 4.2 Joint account holders may choose the order in which they re named on the account. We ll send correspondence to the first named account holder. The first named account holder will be the Representative Joint Shareholder under the Rules so they ll be entitled to receive notice of, attend and (subject to the Rules) vote at general meetings of the Society. 4.3 We ll treat each of you as having the right to all of the money in the account and won t be concerned with the actual division or ownership of the money between you. 4.4 Where you ve notified us that any account holder is authorised to make transactions, we ll accept that authority, unless we ve been notified of a dispute between account holders. If we re notified of a dispute between joint account holders, no further transactions will be permitted without the written authority of all account holders and we ll suspend all Payment Cards that we ve issued. 4.5 A Payment Card won t be issued where two or more joint account holders are required to sign for withdrawals or transactions. 4.6 When a joint account holder dies, the surviving account holder(s) will own the money in the account. We ll change the account into the name(s) of the survivor(s) when we receive the death certificate or grant of representation. 5
6 5. Authorising others to operate your account 5.1 You may authorise someone else to operate your account on your behalf via an appropriate and properly appointed authority e.g. a Power of Attorney. We reserve the right to assess what constitutes an appropriate authority, based on all the circumstances we re aware of and to determine how that person may operate your account. For example, we may ask them to write to us to request a withdrawal. 5.2 At our discretion and only in exceptional circumstances, we may allow third parties to make withdrawals for specific purposes over a limited period pending the production of a formal and appropriate authority. 6. Statements 6.1 If your account has a Passbook, the transactions will be recorded in the Passbook. We ll update your Passbook when you make a transaction in a branch or by post, or when you ask us to. 6.2 If your account does not have a Passbook, we ll send you an itemised statement by post at least once a year, unless you ve opted out of receiving statements by post and are registered for Online Services, or your account is primarily operated online, in which case your statement will be made available via Online Services. 6.3 If you re aged 16 or over, you can register for Online Services so you can view your account anytime including your account transactions for at least the previous 24 months. You ll be able, at any time, and for any period within at least the previous 12 months, to create, download and print a statement of your transactions using Online Services. 6.4 You can ask us for paper copies of statements at any time. If you have any questions about statements, contact us. (For how to contact us, see back cover.) 7. Deposits into your account 7.1 Part 3 contains general information about the different ways in which deposits can be made to Society accounts. The Specific Terms of your account set out which deposit methods apply to your account. 7.2 If we discover that a payment has been made into your account by mistake and it s fair and reasonable to do so we may deduct the amount of the payment from your account balance as soon as possible after we discover the error. 8. Withdrawals from your account 8.1 Part 3 contains general information about the different ways in which withdrawals can be made from Society accounts. The Specific Terms of your account set out which withdrawal methods apply to your account. 8.2 Unless the Specific Terms of your account permit it, your account must not be overdrawn and you can only make withdrawals against available funds. If you try to make payment(s) when you don t have available funds in your account, we may refuse to make the payment and you may incur a charge as set out in our table of charges on pages 23 and 24 in Part Restrictions on withdrawals and payments 9.1 We set daily limits on the maximum amount that you may withdraw, transfer or otherwise pay out of your account in certain circumstances. Please see page 17 in Part 3 for details.
7 9.2 Any withdrawal restrictions which normally apply to an account and which are described in the Specific Terms of the account won t apply when a sole account holder dies. 9.3 We may refuse to make a payment that you ve requested if it hasn t been authorised by you in accordance with these General Terms or if to execute it would be unlawful. We ll contact you by the end of the Business Banking Day following the refusal (unless we re prevented by law) to tell you if we ve not made a payment in accordance with your instruction, our reasons for the refusal, and provide information on how to correct any factual errors that led to the refusal. 9.4 We may suspend the use of a Payment Card or Security Details, permanently or temporarily, on reasonable grounds in the following circumstances: (c) if we reasonably believe that there may be fraudulent activity or other financial crime affecting the account through the use of the Payment Card or Security Details or if the Payment Card or Security Details have been lost, stolen or in another way compromised; to protect the security of the Payment Card or Security Details; or if the Specific Terms for your account allow you to have an overdraft and we reasonably believe that there s an increased risk that you can t repay it. 9.5 If we suspend the use of a Payment Card or Security Details under Condition 9.4 we ll tell you that we intend to do so and our reasons for doing so before we make the suspension or, if that is not possible, immediately afterwards. We ll always act proportionately and may consider exceptions to the suspension if we reasonably believe it might cause you extreme hardship. We ll stop the suspension or provide you with a new Payment Card or Security Details as soon as we re able to. 10. Payment Cards 10.1 If we issue you with a Payment Card, you must sign the Payment Card immediately on receipt. The Payment Card may only be used by you The repeated use of an incorrect PIN or technical failure of a cash machine may cause your Payment Card to be retained. If this happens, let us know and we ll cancel your Payment Card and send you a new one If we issue you with a Debit Card: when we decide whether or not to make or authorise a payment from your account, we ll consider all payments that we ve authorised, made or agreed to make from your account, whether or not those payments have actually been deducted from your account (for example, Debit Card transactions); withdrawals and other debits made from your account will initially be deducted from your available balance and this will be shown in the Available Funds figure at a cash machine or in Online Services Where an account is held in joint names, we may continue to deduct from the account the amount of any Debit Card transaction (and any charges incurred) which has been authorised before any joint account mandate is cancelled, until all Debit Cards issued in relation to the account have been returned to and received by us and all Debit Card transactions have been processed. 7
8 10.5 If a retailer or supplier makes a refund, we ll credit your account when we receive their instructions. We can t be responsible for any delay in receiving such instructions. No claim made by you against any retailer or supplier may be subject to set off or counter claim against us (unless the law states otherwise) If you have an enquiry about a transaction involving the use of your Payment Card at a cash machine or other terminal provided by another organisation which has agreed with us to accept the Payment Card, you should contact us. We may disclose to that organisation any information which we consider necessary to resolve any question about your use or alleged use of such cash machine or other terminal. 11. Interest 11.1 All money paid into your account will start to earn interest from the day it s added to your balance. Please see Part 3 for details of when different types of deposit are credited to your account and how we calculate interest If the balance on your account falls below any minimum balance permitted in the Specific Terms you ll only be eligible for the Society s basic variable investment rate of interest (and not any bonus rate, where applicable) on the account until the balance again equals or exceeds the minimum balance When a withdrawal is made, interest is paid up to and including the day before withdrawal We ll pay your interest gross, that is, before deducting tax, unless required otherwise by legislation. If you re a tax payer you are responsible for the payment of tax on your interest Unless the Specific Terms for your account state otherwise, our interest rates are variable and we may change interest rates at any time for one or more of the following reasons: (c) (d) (e) (f) to respond proportionately to changes in the Bank of England Base Rate; to respond proportionately to changes in interest rates generally in the retail banking market; to respond proportionately to changes in the law, relevant regulatory requirements, statements or codes of practice or industry guidance designed to enhance consumer protection or decisions made by a court or ombudsman; to respond proportionately to changes in the costs legitimately incurred by us in providing accounts (including our funding costs if relevant); to preserve, increase or reduce margins between interest rates paid to our investors or the providers of funds to us and interest rates charged to borrowers from us, so far as is reasonably necessary to raise sufficient funds and to attract and retain sufficient investors to maintain our financial strength; or (except in relation to fixed term accounts) for any other valid reason that we reasonably believe to be appropriate If you have a Payment Account with a variable interest rate, we ll let you know of changes to the interest rate as follows: if we re increasing the interest rate, we ll notify you as soon as reasonably possible by (as a minimum) putting a notice in our branches and Principal Office and/or on our website; or
9 if we re reducing the interest rate, we ll give you at least two months notice (by letter, or other personal notice) before we reduce your interest rate. If we ve made the change under Condition 11.5 (f) we ll also tell you that s the case. If you re unhappy with a change to the interest rate you may, at any time before the change comes into effect, inform us that you d like to close or switch your account without any notice, charge or loss of interest which may apply under your account s Specific Terms. If you don t contact us you ll be considered to have accepted the change If you have a Non Payment Account with a variable interest rate, we ll let you know of changes to the interest rate as follows: if we re changing the interest rate (whether this is an increase or decrease) we ll notify you as soon as reasonably possible by (as a minimum) putting a notice in our branches and Principal Office and/or on our website; and in addition to Condition 11.7 above, we ll give you at least 14 days notice (by letter, or other personal notice) before we reduce your interest rate where your account balance is at least 500 (at the time of notification) and the interest rate is being reduced by: (i) (ii) more than 0.25%; or 0.25% or less but, when added to any other rate reduction(s) which have taken place within the last 12 months or since we last notified you under this Condition 11.7, whichever period is shorter, the total reduction is 0.50% or more. If you re unhappy with a reduction to the interest rate you may, at any time up to 30 days from the date of the notice under this Condition 11.7, close or switch your account without any notice, charge or loss of interest which may apply under your account s Specific Terms. If you don t contact us, you ll be considered to have accepted the change We ll make current interest rate information available on our website, at our branches and via our Telephone Services. Please see page 22 in Part 3 for details. The interest rates which applied to your account over the previous financial year will be available to you on request. 12. Charges 12.1 Please see the table of charges on pages 23 and 24 in Part 3 for current charges which may apply to your account We may from time to time make charges for our services on your account. We can change the charges we make at any time. If we introduce or increase charges we ll only do this for one or more of the following reasons: (c) to respond proportionately to changes in the costs legitimately incurred by us in providing accounts (including our funding costs if relevant); to respond proportionately to changes in the law, relevant regulatory requirements, statements or codes of practice or industry guidance designed to enhance consumer protection or decisions made by a court or ombudsman; or (except in relation to fixed term accounts) for any other valid reason that we reasonably believe to be appropriate. 9
10 12.3 If we introduce or change a charge (whether this is an increase or decrease) on a Payment Account, or on a Non Payment Account where the charge relates to electronic payments, we ll give you at least two months notice by letter, or other personal notice before the change comes into effect. If we ve made the change under Condition 12.2 (c) we ll also tell you that s the case If we introduce or increase a charge on a Non Payment Account (and the charge does not relate to electronic payments) we ll give you at least 30 days notice by letter, or other personal notice before the change comes into effect If you re unhappy with the introduction of or increase to the charge under Conditions 12.3 or 12.4 above you may, at any time before the change come into effect, inform us that you d like to close or switch your account without any notice, charge or loss of interest which may apply under your account s Specific Terms. If you don t contact us, you ll be considered to have accepted the introduction or change If you have a Non Payment Account and we reduce a charge, we won t provide you with notice but information about any reductions will be made available in our branches and on our website thecoventry.co.uk 13. Changes to terms and conditions 13.1 We can change these General Terms and/or any Specific Terms for your account (other than the rate of interest and charges) at any time for one or more of the following reasons: (c) (d) (e) (f) to respond proportionately to changes in the law, relevant regulatory requirements, statements or codes of practice or industry guidance designed to enhance consumer protection or decisions made by a court or ombudsman; to make the terms clearer or fairer; to rectify any mistakes where it s reasonable to do so; to provide for the introduction of new systems, services or benefits; to respond proportionately to changes we reasonably need to make to our products and technology; or to respond proportionately to changes in the costs legitimately incurred by us in providing accounts (including our funding costs, if relevant) If we make any change to your terms and conditions on a Payment Account, or on a Non Payment Account where the change relates to electronic payments, we ll give you at least two months notice by letter, or other personal notice before the change comes into effect. If you re unhappy with the change to your terms and conditions you may, at any time before the change come into effect, inform us that you d like to close or switch your account without any notice, charge or loss of interest which may apply under your account s Specific Terms. If you don t contact us, you ll be considered to have accepted the change If we make a change to your terms and conditions on a Non Payment Account (and the change does not relate to electronic payments) which is to your disadvantage, we ll give you at least 30 days notice by letter, or other personal notice before the change comes into effect.
11 If you re unhappy with the change to your terms and conditions you may, at any time up to 60 days from the date of notice under this Condition 13.3, close or switch your account without any notice, charge or loss of interest which may apply under your account s Specific Terms. If you don t contact us, you ll be considered to have accepted the change If we make a change to your terms and conditions on a Non Payment Account which is not to your disadvantage, we ll notify you (by letter, or other personal notice and/ or by putting a notice in our branches and Principal Office and/or on our website) within 30 days of the change coming into effect. If we make a major change or a series of minor changes over a period of a year, we ll provide you with a summary of those changes and tell you how to obtain a full copy. 14. Security 14.1 Payment Cards and Passbooks will remain the property of the Society and must be returned to the Society on demand. Payment Cards must be destroyed immediately after the expiry date (if applicable) or when the account is closed You must take all reasonable steps to keep safe your Security Details, Payment Cards and Passbooks. Please see Part 3 which sets out details of the steps you should take If you don t take reasonable steps to keep safe your Security Details, Payment Cards and Passbooks, you may be liable for any unauthorised transactions on your account - see Condition You must inform us without undue delay: if you suspect someone else (i) knows or may know your Security Details or (ii) has or may have had access to your Payment Cards, Passbook or Grid Card without your permission; or if you become aware of the loss or theft or compromise of your Payment Card, Security Details or Passbook. Please see Part 3 for details of how to contact us in these circumstances You must not use your Payment Card, Security Details or Passbook if they have been reported as lost, stolen or likely to be used by someone else. If you find your Payment Card after you or someone acting for you has reported it, you must cut it into pieces through the magnetic strip on the back of your Payment Card and through the chip. If you use it to make a withdrawal, we may still take the amount of the withdrawal out of your account We may stop the use of a Payment Card, Security Details or Passbook if we have reasonable grounds to suspect they re being used in an unauthorised or fraudulent way or that their security has been compromised. 15. Online Services and Telephone Services 15.1 Unless the Specific Terms of your account state otherwise, you must be aged 16 or over to use our Online Services and Telephone Services. Please see Part 3 for details of the technical requirements for the use of Online Services If you have a joint account you must each set up separate Security Details and each of you must register individually to use Online Services and Telephone Services. If you appoint an attorney, they must set up separate Security Details to operate your account. 11
12 15.3 We may withdraw or restrict your access to Online Services or Telephone Services for security reasons or where we believe the service is being misused. If this happens, we ll let you know as soon as reasonably possible Online Services may be unavailable if we need to carry out maintenance on our systems. When we have to do this, we ll let you know, for example, via a notice on our website. 16. Liability for incorrect and unauthorised transactions 16.1 A transaction will be regarded as authorised by you when you instruct us to carry out the transaction in accordance with the procedures set out in these General Terms and you provide us with the necessary account, payment and Security Details. A transaction will not be properly authorised by you if: we reasonably believe that there may be fraudulent activity or other financial crime affecting the account; or there s a dispute (which we reasonably believe may be genuine) about the ownership of, or entitlement to, the money in the account We re liable to you for correctly carrying out the payment instructions that you give us unless, in the case of outgoing payments, we can prove that the payee s bank or building society received the payment correctly. If you inform us that we ve incorrectly carried out a transaction, we ll make immediate efforts to trace it and, if we ve carried out the transaction incorrectly, we ll immediately reverse it to restore your account to the correct position Where you identify that there have been any unauthorised or incorrect transactions on your account, you must notify us as soon as possible and always within 13 months of the date of the transaction (other than paper-based payments such as cheques). For how to contact us, see back cover. If you don t notify us within this timescale you may not be entitled to a refund Subject to Condition 16.5, if you inform us that a payment from your account was not authorised we ll immediately repay the amount deducted and return your account to the position it would have been in if the unauthorised payment hadn t taken place. We ll have no further liability to you. We may ask you to confirm in writing that you didn t authorise the transaction. If we later discover that the transaction was authorised we ll reapply the transaction, including any interest and charges, to your account If we have reasonable grounds to suspect that you may not be entitled to a refund, we may investigate before giving you the refund. If we decide to investigate, we ll inform you of that decision on the same day or, if you inform us of the unauthorised transaction out of business hours or at the end of a Business Banking Day, on the next Business Banking Day. We ll undertake any investigation as quickly as we can and, unless we can show that the transaction was authorised by you or that you re liable for the transaction, we ll immediately refund the amount deducted and return your account to the position it would have been in if the unauthorised payment hadn t taken place We won t accept liability for any loss you incur as a result of the following: you provide the incorrect unique identifier (for example, the sort code or account number) and/or the incorrect reference (where applicable) for a payment you wish to make; or
13 we don t act on a request to make a payment for any reason specified in these General Terms If an unauthorised transaction is made on your account you may be liable for the following amounts in the following circumstances: if you ve acted fraudulently: all losses incurred; if you ve been grossly negligent in failing to take any of the steps set out in these General Terms about the protection of your Security Details, Payment Cards or Passbook: all losses up until the point that you notify us of the unauthorised transaction; or (c) in all other circumstances: a maximum of 50. Unless you ve acted fraudulently, you won t be liable for any losses incurred where we ve at any time not provided appropriate means for you to notify us of an unauthorised transaction in accordance with Condition Where you ve pre-authorised a payment from your account, you can ask us to refund the payment if: (c) (d) you made the payment in the European Economic Area; the authorisation you gave didn t specify the exact amount to be paid; the amount that has been paid was more than you could reasonably have expected to pay, based on the circumstances; and you make the refund request within eight weeks of the date when the payment was made from your account If we have to take action against another party as a result of a transaction on your account, you must assist us with any reasonable request and provide all available information we reasonably require to enable us to pursue this action. 17. Closure 17.1 Our agreement with you lasts until your account is closed You may close your account at any time unless the Specific Terms for the account state otherwise. The Specific Terms will describe any notice periods, charges or loss of interest which will apply if you close a fixed term account Unless the account is a fixed term account, we may close your account and repay to you all the money in the account at the expiry of a period of not less than two months notice, or, if the Specific Terms of the account require you to give us a longer period of notice for withdrawals, that longer period We may close your account (and subject to any amount that you may owe us as a charge or under our right of set off) repay all the money in it, with immediate effect if: (c) (d) you ve been physically or verbally abusive or threatening to our staff or customers or have damaged our property; you were not entitled to open the account; you ve given us inaccurate information and, had we received accurate information, we would not have accepted your application to open the account; we reasonably suspect that the account is being used, or is intended to be used, for an illegal purpose; or 13
14 (e) you re in breach of any material obligation under these General Terms, or the Specific Terms that apply to your account, and you ve failed to remedy the breach within a reasonable time of us requesting you to do so. We ll notify you of our decision to close your account at the time of closure or as soon as possible after closure and in any event, within 2 Business Banking Days If your account balance is zero and you haven t made any transactions on the account for a period of at least two years, we may write to you to let you know that we ll close the account. If you make a payment into your account (subject to the Specific Terms of the account) within two months of the date of our letter, we ll not close the account We may also close your account if we believe that it s a dormant account. A dormant account is one where: (c) for a period of 10 years you haven t made any payment to us and haven t withdrawn any money in your account with us; and the amount in the account is less than 10; and you can t be traced after reasonable enquiry. If the account is dormant, we ll close it and the money will be retained by us. However, we may re-open an account at a later date and re-credit that account or repay to you the money with interest (at a rate to be decided by us if the type of account concerned no longer exists). A request for such re-opening won t be unreasonably refused If we close an account which has a positive balance we may make payment by any means we reasonably consider appropriate, including cheque sent by post to the address we hold for you in our records, or by other means of transmission If we close an account and make a repayment to you, then when the payment has been posted, delivered or otherwise transmitted, you ll have no further right or interest and your membership of the Society will cease in relation to the account closed. If we close the account in any case involving an account without a positive balance, any right or interest, or membership, will cease when the notice to close the account expires. 18. Set Off 18.1 If we owe you money on an account with us and you ve failed to pay any amount you owe to us, we may use the money we owe you to reduce or repay the amount you owe us. This is our right of set off. We can use our set off right where you have account(s) which are only in your name as well as joint accounts Where we propose to use our right of set off: (c) (d) we ll tell you at least 14 days before we do so; we ll consider your need to meet essential living expenses or certain existing payment obligations, before using the right (please contact us as soon as possible if you need help to manage your account(s) or are struggling with your finances); we ll also refrain from using the right where we know that someone else has rights to the money in the account or that you received the money from a government body or agency; and we ll let you know the date and amount debited promptly after we ve used our right of set off.
15 19. Communication 19.1 Any notice or other document to be served by you on the Society may be served: by leaving it, addressed to the Secretary, at our Principal Office (see address on page 4); or by sending it by post, or delivering it, to the Secretary at that office Any notice or other document to be served by the Society on you may be served by letter or to your last known address, or other personal notice. You ll be taken to have received any notice or document sent to you by post 48 hours after we ve posted it to you You must tell us immediately of any change of name or address and provide such evidence of the change as we may require Specific information relating to your account will be made available to you in person, by post, via or telephone. You may request a copy of these General Terms or the Specific Terms of your account at any time by visiting a branch or by contacting our Customer Service Centre or by visiting our website These General Terms and your account s Specific Terms are governed by English law and any disputes will be dealt with by the courts having jurisdiction over the relevant part of the United Kingdom (e.g. England and Wales, Scotland, or Northern Ireland) in which you reside. All communications will be in English. 20. Our liability under these terms 20.1 We won t be responsible to you for any breach of these General Terms due to abnormal or unforeseeable circumstances beyond our control, the consequences of which would have been unavoidable despite all efforts to the contrary. 15
16 Part 3 Using Your Account When you open an account with us there s lots of information that you need to know. This part of the General Terms sets out some more information about how our accounts work. Definitions Direct Debit a means of transferring money electronically between accounts following a request from the bank or building society of the person or organisation receiving the payment in accordance with the UK Direct Debit Scheme. Recurring Debit Card payment a series of payments collected with your agreement from your Debit Card by a retailer or supplier under a continuous payment authority. Internal transfer a payment to another Society account. Nominated bank account the account you ve nominated for withdrawals. One-off electronic payment a payment to another bank/building society account. Standing order a means of regularly transferring the same amount of money electronically between accounts under an instruction given to the bank or building society of the person making the payment. Ways to make a deposit You can pay into your account in some or all of the following ways depending on the Specific Terms of your account: Cash at a branch Cheque at a branch or by post to our Customer Service Centre Internal transfer from another Society account Electronic payment from another bank/building society account Standing order Ways to make a withdrawal You can withdraw from your account in some or all of the following ways depending on the Specific Terms of your account: Cash at a branch or via the LINK network of cash machines or any cash machine that displays the PLUS or Visa sign Society cheque requested from us Internal transfer to another Society account One-off electronic payment to another UK bank/building society account One-off electronic payment to your nominated bank account Standing order Direct Debit Paying for goods and services from retailers and other suppliers using your Debit Card and obtaining cash from such retailer or other supplier where permitted Some bank and building society accounts may not accept certain types of electronic payments.
17 We ll let you know if we can t make an electronic payment because the receiving account can t receive such payments. Until we ve received a further instruction from you to make the payment via a different method we won t make the payment. Withdrawal limits We set daily withdrawal limits. You can find details at any branch or on our website: thecoventry.co.uk Unless the Specific Terms of your account state otherwise, the current limits are: Cash over the counter at any Coventry branch maximum 500 per day, per account, without notice. With 48 hours notice, the maximum is 4,000 per day, per person. Cash over the counter at any Coventry agency - maximum 500 per day, per customer. At a cash machine maximum 500 per day (up to 5 withdrawals per day). At a Coventry cash machine, the minimum withdrawal is 10. Using Online Services maximum 50,000 per transaction to a nominated bank account; maximum 10,000 per transaction to an account with another bank or building society; maximum 5,000 per transaction to another account held with the Society. Debit Card purchases and cashback merchant limits may apply. For cashback, the Society limit is 1,000 per day (up to 5 cashback transactions per day). If your card is declined when you try to make a large transaction, contact us during our normal business hours (for how to contact us, see back cover). How to give or withdraw consent to payments Depending on the type of payment (see table on pages 19 and 20 for further details), you can instruct us to make or cancel a payment by telling us (in branch or over the phone) or in writing (by post) or via Online Services. You ll need to provide the following details: Your account number Bank details of the person or company you re paying (name, sort code, account number and reference, if applicable) Amount of the payment(s) You may also need to provide your Passbook or Payment Card and you may also need to refer to your other Security Details. Please see the table on pages 19 and 20 for details of when we must receive an instruction to make a payment, when the transaction takes place, and if and when you can cancel a payment. Using your Payment Card abroad If you re planning a trip abroad please contact us before you go so that we can activate your Debit Card or Cash Card for the duration of your visit. You ll need to contact us no more than two weeks before you travel, with details of your destination(s) and the dates that you will be away. This is an added security measure to safeguard your Payment Card and help prevent fraudulent transactions overseas. If you don t tell us about your trip abroad you won t be able to use your Payment Card and your transaction will be declined. 17
18 Making deposits into your account Cash deposited over the counter in branch Cheque deposited over the counter in branch When we can receive your deposit During our opening hours During our opening hours When the transaction takes place/ money available The amount will be added to your balance immediately. The amount will be paid into your account immediately. However, please see our cheque clearance times on page 21. Cheque posted to our Customer Service Centre Internal transfers (between Society accounts) During the opening hours of our Customer Service Centre Anytime - the deposit is received at the moment you instruct the transfer. The amount will be paid into your account on the same date as we receive it or on the next Business Banking Day. However, please see our cheque clearance times on page 21. The amount will normally be added to your balance immediately. Electronic payment (from another bank/building society account) Anytime - we receive the deposit on the calendar day it s dispatched from the sending bank. The amount will be added to your balance on the same day that we receive it. Opening hours For details of our branch opening hours, visit thecoventry.co.uk/branch-finder For details of our Customer Service Centre opening times, see back cover.
19 Making withdrawals from your account When we must receive your instruction When the transaction takes place/money debited When you can cancel a payment Cash withdrawn over the counter in branch Cash withdrawn at a cash machine Cheque withdrawn over the counter in branch Cheque from our Customer Service Centre During our opening hours Anytime During our opening hours During the opening hours of our Customer Service Centre The amount will be deducted from your balance immediately. The amount will be deducted from your balance immediately. The amount will be deducted from your balance immediately. The amount will be deducted from your balance on the same date as we receive your instruction or on the next Business Banking Day. Unable to cancel because it s processed immediately. Unable to cancel because it s processed immediately. A cheque can t be stopped except if it s lost or stolen, or unless we have clear evidence of fraud. Contact us to cancel a cheque. A cheque can t be stopped except if it s lost or stolen, or unless we have clear evidence of fraud. Contact us to cancel a cheque. Internal transfers (between Society accounts) One-off electronic payment (to another bank/building society account) During our opening hours (at any branch or via our Customer Service Centre) or any time using Online Services During opening hours or any time using Online Services The amount will normally be deducted from your balance immediately. The amount will be deducted from your balance on the next Business Banking Day following your instruction. Unable to cancel because it s processed immediately. Up to the end of the Business Banking Day before the payment is due to be made. (Continued over) 19
20 (Continued) When we must receive your instruction When the transaction takes place/money debited When you can cancel a payment Future dated one-off electronic payments and standing orders (either an internal transfer or a transfer to another bank/ building society) During opening hours or any time using Online Services The amount will be deducted from your balance on the date requested by you or, if this is a non-business Banking Day, on the next Business Banking Day. Up to the end of the Business Banking Day before the payment is due to be made. Direct Debit One-off Debit Card payments Recurring Debit Card payments External payments You ll need to instruct the organisation that you wish to pay. You ll need to instruct the organisation that you wish to pay. You ll need to instruct the organisation that you wish to pay. The amount will be deducted from your balance on the date agreed between you and the organisation, or on the next Business Banking Day. The amount will be deducted from your Available balance on the date agreed between you and the organisation. The amount will be deducted from your balance on the date agreed between you and the organisation. Up to the end of the Business Banking Day before the payment is due to be made. We recommend that you also contact the organisation you re paying. Unable to cancel after you ve confirmed the transaction with the organisation (e.g. after you ve entered your PIN number or provided your card details). Up to the end of the Business Banking Day before the payment is due to be made. We recommend that you also contact the organisation you re paying. For future dated Direct Debits, standing orders and one-off electronic payments, you must have cleared funds available in your account to make the payment no later than 2pm on the day the payment is due to be made. For future dated standing orders, if you pay the funds in after 2pm on the date the payment is due, the payment may be made on the following Business Banking Day. For one-off payments and Direct Debits, they ll only be paid if you have sufficient available funds in your account by 2pm on the day the payment is due. If you try to make a payment when you don t have funds available to pay it, we may refuse to make the payment and you might incur a charge (this depends on the Specific Terms of your account). Opening hours For details of our branch opening hours, visit thecoventry.co.uk/branch-finder For details of our Customer Service Centre opening times, see back cover.
21 Unauthorised and incorrect transactions If you think there s been an unauthorised transaction on your account please call us straight away. (For how to contact us, see back cover.) Cheques The Specific Terms for your account will state whether you can pay into and withdraw cheques from your account. For security, all cheques we issue are marked Account Payee. This means that they can only be paid into an account in the name of the payee, so if they re lost or stolen, it s extremely difficult for anyone to cash or bank them. Depositing a cheque If you re paying a cheque into your account, it should be made payable to the account holder(s). Alongside your name, please include the account number of the account you want to be credited. If your name isn t on the cheque, we may refuse to pay it into your account. When you get the money: clearing a cheque When you pay a cheque into your account, it first appears in your Account balance and starts to earn interest immediately. But it takes more time before you can withdraw the money from a cheque. When the cheque is available for withdrawal it appears in the Available balance for your account. The Cheque Central Clearing Cycle normally takes three Business Banking Days. However, because we re not a clearing bank, we need four Business Banking Days before the funds are available for withdrawal. For example, a cheque deposited on a Tuesday will be available for withdrawal on the following Tuesday please see the diagram below: Pay in cheque (start earning interest) Cheque processed Withdraw money* Certainty of fate ** Tuesday Wed Thur Fri Mon Tuesday end of Wednesday Day * For cheques paid into Coventry First, our current account, you can withdraw the funds one day earlier. ** UK finance institutions have an agreement about paying cheques so you can be certain that the money from a cheque paid into your account is yours after six Business Banking Days ( certainty of fate ). Using the example above, the end of Wednesday, day 6, is the last day that a cheque paid into your account could be debited from your account without your permission. There may be certain legal or other limited circumstances when these standards can t be applied and when processing a credited cheque may be delayed or prevented. If a cheque is unpaid When you pay a cheque into your account, we credit your account and then request the money from the bank or building society which issued the cheque. If the institution returns the cheque to us unpaid, we ll take back the money we paid into your account and adjust the interest we paid you. When this happens, we don t ask the institution to pay it again at a later date and we ll return the cheque to you. 21
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